Technical Customer Support

2 months ago

Maidenhead, United Kingdom Dynatrace Full time

**Company Description**

We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.

We are looking for motivated individuals who enjoy working with customers, think the idea of data analysis is fun and want to grow in their understanding of web and mobile performance. This is not just a job; it is a starting point for a career at Dynatrace.

As a Remote Technical Customer Support, you will work within our Insights Services team, supporting eight to ten named customers. You won’t be alone but paired with a more senior Analyst, working together to provide outstanding customer service. Your journey will begin with 6 weeks of extensive product training followed by job shadowing as you learn the role.

If you have always wanted to work in technology, Dynatrace could be the right company for you. Responsibilities include:

- Work closely with an internal Analyst to provide support and training for the Digital Experience product line for your clients
- Assist in configuration and implementation of best practices and maintain a customer’s Dynatrace environment based on communicated customer business goals
- Responsible for an in depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay and Synthetic data)
- Create and manage web and mobile measurements scripts
- Analyze day to day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts
- Proactively identify issues, escalating to appropriate team members as needed and communicating progress

**Qualifications** Minimum Requirements**:

- Associate’s Degree in a technology related field is required
- Minimum of 1 year of experience in technology related field

**Preferred Requirements**:

- Bachelor’s Degree in a technology related field is preferred
- Experience in data driven analysis - excellent at working with, understanding and analyzing data
- Familiarity with JavaScript
- Operates with a customer first focus
- Proven ability to work under pressure; ability to handle multiple conflicting priorities
- Recognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns and effectively influences and persuades
- Strong verbal and written communication skills
- Has a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levels
- Knowledge of industry performance metrics and recommended thresholds

**Expectation**: all Insights team members are expected to travel at least 1 time per year for annual team meetings.

**Additional Information**
** This can be a remote role but if the business requires travel for customer work shops or meetigns this will be needed

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